• Fequesntly asked car accident repair questions

Frequently Asked Questions

We appreciate that experiencing damage to your vehicle can be a distressing time, especially if it is as a result of a road traffic accident. Our Customer Service Team are on hand to guide you through the process, liaising with insurers where necessary, keeping you informed every step of the way. We hope that the following Frequently Asked Questions will help you with any queries you may have about the repair process, insurance claims and courtesy cars etc, however if there is anything that you need more information on, please do not hesitate to contact us on 01264 361516.


When will I know what repairs are being done to my vehicle?

Our vehicle damage assessors will call you within 24hrs of completing their assessment to your vehicle.

They will give you an update with an estimated completion date, run through the repair process and parts to be fitted to your vehicle.

If your vehicle is a declared a total loss our assessment team will let you know as quickly as possible. Your insurance company will then be in touch with you to discuss what needs to done next.

How long do repairs usually take?

While it is difficult to generalise the time to complete repairs on a vehicle, BP Rolls are committed to repairing vehicles on average within seven working days.

There are a number of factors that could lengthen this rough estimate, these include delays due to spare parts availability and can sometimes depend on the size of the repair.

Other factors for delays can include insurance approval of a job and unforeseen repairs due to the extensive damage to a vehicle.

Should you have a concern about the length of time it is taking to repair your vehicle, please contact a member of the BP Rolls customer service team to discuss your vehicle repair schedule call 01264 367 516.

Why can delays arise during repairs?

Where we will always try to expedite repairs on all vehicles in our repair workshop, there are sometimes delays that are beyond our controls.

There could be a number of factors why your vehicle repair is delayed, for example your insurance company engineer may need to inspect the vehicle. This can delay the return of your vehicle while they complete further checks and assessments.

More commonly delays can occur when manufacturer’s parts are not available or are on back order. Additional parts may be identified during the course of the repairs to your vehicle – and these un-anticipated parts can unfortunately delay things, particularly if they need to come from overseas. We aim to complete vehicles, on average, within seven working days, but this can depend on the size of the repair and parts availability.

BP Rolls are committed to excellent customer services. In the unlikely event that you have not heard back from us within seven working days, please contact us and we will be happy to discuss any concerns that you may have. Please contact a member of the BP Rolls customer services team on: 01264 367 516.

Can I have like for like vehicle while mine is being repaired?

All BP Rolls courtesy cars are Grade A vehicles, which is stipulated by the insurance companies.

We unfortunately do not offer a like-for-like in-house courtesy car service.

We can offer an upgrade through our partners at Enterprise Rent-a-Car for a small daily fee, however this would be a private hire directly through them and all additional fees would be payable to them. Full details are available from Enterprise on request.

The accident was not my fault…

If your accident was not your fault, then you may be entitled to a like-for-like vehicle. This depends on your circumstances.

Contact BP Rolls customer services on: 01264 257 516 for further information.

Who can drive the courtesy car?

The simple answer to that question is the same people who are comprehensively covered on your insurance policy, as long as driving licenses are produced for all parties.

If you are not sure, or for further information or support, please contact a member of the BP Rolls customer services team on: 01264 367 516.

What do I do if my courtesy car breaks down?

As all BP Rolls courtesy cars are less than a year old, the likelihood that your car would break down is extremely remote.

However every once in a while there may be an exception to the rule. In the unlikely event that your courtesy car does break down, please contact a member of the BP Rolls Customer Services team on: 01264 367 516 and a member of the team will be happy to help you.

Is there a charge for a courtesy car?

If your insurance policy grants you the use of a courtesy car when yours is off the road, then there will be no charge for hiring one of the BP Rolls cars.

The vehicle will have been subject to a pre-delivery inspection and our engineers will have a record of inspection. You should check your courtesy car and highlight anything out of the ordinary to the BP Rolls delivery engineer, before you accept the car.

For the duration that you are using a BP Rolls courtesy car, you will be responsible for checking the oil pressure, water and tyres on a daily basis and for the fuel usage.

We will only charge you further if you damage our courtesy car, or if you do not have cover for the car on your insurance policy.

All BP Rolls courtesy cars are less than a year old and are in exceptional condition.

Can I have a courtesy car if I only have third party insurance or if I’m not making an insurance claim?

Unfortunately we are unable to provide you with a BP Rolls courtesy car unless you have fully comprehensive insurance cover. If you only have third party cover, then you will need to do one of the following:

Either take out separate insurance cover, suitable for one of our vehicles, or alternatively we can offer you the services of Enterprise Rent-a-Car. They have a wide range of products and services designed to meet the needs of our customers, such as vehicle and collision damage waivers.

If you have any questions about your policy, we advise you to first talk to your insurance provider. Should you need any additional help or support, please feel free to contact a member of the BP Rolls Customer Services Team on 01264 367 516.

Who is responsible for any damage to courtesy cars provided by BP Rolls?

This is down to the driver of the courtesy car.

Your own insurance policy is used for cover on our courtesy cars and you are responsible to pay any excesses that you would for your own car.

If you were not provided with a BP Rolls courtesy car and entered an agreement with a third party, such as Enterprise Rent-a-Car, then you will need to refer to the terms of your agreement with that company.

Can I choose when I have my car delivered?

We will always try to provide an indication of whether it will be a morning or afternoon delivery.

It is unfortunately very difficult to be able to provide precise timings, as there are a lot of factors that could affect the delivery of your vehicle, such as road conditions or traffic.

We always endeavour to work with our customers to find a mutually suitable time for delivery, should you have any concerns then we are more than happy to address these with you.

Please contact a member of our Customer Services team to discuss your requirements on 01264 367 516.

What happens if the insurance companies do not approve all items of repair?

Unfortunately we are only able to undertake the work that is approved by your insurance company’s engineer.

If there is any other work that is not covered under your insurance policy, we are more than happy to undertake this on your behalf. We would provide you with a free, no-obligation, quote for these repairs, which would be charged separately to the insurance invoice.

Our competent and qualified engineers are more than happy to discuss your individual needs and requirements, and we will only proceed with the repairs once you are entirely satisfied with our quotation.

Please contact a member of our Customer Services team if you would like to book an appointment with one of our engineers. Telephone on 01264 367 516.

What payments am I responsible for before my car is returned?

You will need to pay any excess from your vehicle insurance before your vehicle is returned. If you have asked us to complete any additional private work, you will also need to pay this before your vehicle is returned to you.

If you have borrowed a courtesy car from us, then we will need to check this vehicle back in, as any damage to the vehicle must be paid for, or if the vehicle is returned in a heavily soiled condition we may ask for payment to valet the vehicle.

Should you have incurred any costs under the Road Traffic Act, for example any speeding fines or parking tickets, we will pass these charges onto you once we are made aware of them. There may also be a late return penalty if you do not return the courtesy car within 12 working hours of your vehicle completion.

All of our terms and conditions are provided before we begin working on your car, so we do advise our customers to check these thoroughly.

If you feel that you haven’t been advised of any terms or are unfairly penalised, then we want to hear about your experiences. Please contact a member of our Customer Services team for more information on 01264 367 516. You can also read about our complaints policy here.

Need an quote for repair? Use our online estimate form

Speed up the process by requesting an estimate using this online form and providing us with details and images of the damage. One of our Damage Assessors will then be in touch to discuss with you in more detail. Alternatively you can call our Customer Service Team on 01264 361516.